Triple triumph for power network which puts customers first
An innovative contact centre has powered to the top by being voted Best Large Contact Centre of the Year as part of a hat trick of industry awards.
UK Power Networks has been named number 1 by the UK Contact Centre Forum (UKCCF), beating household names to the title at a time when customer service is increasingly important. The company is rated 9/10 by customers even when they have experienced a power cut, and also secured the top prize for Best Customer Experience as well as Employee Engagement Strategy of the Year.
The triple win comes after the Institute of Customer Service recently named UK Power Networks top for customer service in the UK, and rewards a fantastic team of 325 staff based in Ipswich, Suffolk who answer calls 24/7 for 365 days of the year, to help people who have power issues.
Trevor Butterworth, founder of UKCCF, which has a membership of 280 companies, said the electricity distribution company won in a competitive year. He said: “It was very hard for the judges to decide as standards were very high and there was a lot of competition. UK Power Networks impressed the judges with their passion, commitment and enthusiasm as a team.”
The company showed that it supported and helped the communities it supplies in London, the East and South East of England, and challenges itself to provide the best service every time. During Storm Eunice in the Spring, it provided customers with 550 hotel rooms and 43,000 hot meals. It has a dedicated team that contacts vulnerable customers even before a storm with tailored support.
The company also runs staff forums to hear what changes teams wants to see in the office and its services. It strives to make call handlers’ jobs easier by innovating, cutting down on repetitive tasks and recognising staff who go the extra mile.
Alex Williams, head of UK Power Networks’ contact centre said: “We are often nominated so it was a delight to win this hat trick of awards. It includes the top accolade, which shows what a fantastic and dedicated team we have in our call centre continually striving to give their best to every customer.
“Our core objectives are to ensure our employees feel valued, that our approach is data-driven, and that our customers experience top-notch service every time.”
UK Power Networks has been named number 1 by the UK Contact Centre Forum (UKCCF), beating household names to the title at a time when customer service is increasingly important. The company is rated 9/10 by customers even when they have experienced a power cut, and also secured the top prize for Best Customer Experience as well as Employee Engagement Strategy of the Year.
The triple win comes after the Institute of Customer Service recently named UK Power Networks top for customer service in the UK, and rewards a fantastic team of 325 staff based in Ipswich, Suffolk who answer calls 24/7 for 365 days of the year, to help people who have power issues.
Trevor Butterworth, founder of UKCCF, which has a membership of 280 companies, said the electricity distribution company won in a competitive year. He said: “It was very hard for the judges to decide as standards were very high and there was a lot of competition. UK Power Networks impressed the judges with their passion, commitment and enthusiasm as a team.”
The company showed that it supported and helped the communities it supplies in London, the East and South East of England, and challenges itself to provide the best service every time. During Storm Eunice in the Spring, it provided customers with 550 hotel rooms and 43,000 hot meals. It has a dedicated team that contacts vulnerable customers even before a storm with tailored support.
The company also runs staff forums to hear what changes teams wants to see in the office and its services. It strives to make call handlers’ jobs easier by innovating, cutting down on repetitive tasks and recognising staff who go the extra mile.
Alex Williams, head of UK Power Networks’ contact centre said: “We are often nominated so it was a delight to win this hat trick of awards. It includes the top accolade, which shows what a fantastic and dedicated team we have in our call centre continually striving to give their best to every customer.
“Our core objectives are to ensure our employees feel valued, that our approach is data-driven, and that our customers experience top-notch service every time.”